CO-OP BANK VOTED BY CUSTOMERS AS BEST IN CUSTOMER EXPERIENCE FROM ALL KBA MEMBER BANKS IN KENYA

Co-op Bank voted by customers as Best in Customer Experience from all KBA member banks in Kenya

By Correspondent

The Co-operative Bank of Kenya has

emerged as the Overall Winner of

the Customer Satisfaction Survey

conducted by the Kenya Bankers’

Association (KBA).

The survey was conducted by

interviewing over 33,000 customers

of all member banks of KBA. The

results of this survey were

released this morning at a media

briefing hosted by KBA at the

Sarova Stanley Hotel in Nairobi,

where Co-op Bank was presented

with a certificate of recognition

for excelling in customer service

based on the survey’s findings.

This award comes only two weeks

after Co-op Bank was also

recognised with the “Excellence in

Customer Experience in Digital

Banking” award at the Digibanking

Event held recently, and re-

affirms our position as the

financial institution offering the

most fulfilling customer

experience in the industry.

The annual Customer Satisfaction

Survey was initiated in 2018 as

part of efforts being spearheaded

by KBA towards enhancing customer

experience in the banking

industry.

The 2022 survey was conducted amid

the clamour for enhanced support

towards economic recovery.

Although the impact of COVID-19 on

the economy had abated

significantly in the year under

review, the pandemic’s adverse

effects continued to linger in the

economy, necessitating individual

and collective strategies towards

maintaining high product and

service standards.

With its high response rate, the

2022 survey provides invaluable

insights that will undoubtedly

inform policies towards enhancing

financial inclusion for the

country’s highly dynamic and

diverse banking public through

fact-based innovation.